[Hiring] Patient Experience Coordinator @Dreem Health

Role Description

We're looking for a Patient Experience Coordinator to join the Patient Experience team at Dreem Health. In this role, you'll help patients navigate their sleep care journey by:

• Providing responsive first-line support
• Managing patient communications across phone, email, text messaging, and in-app messaging
• Addressing a wide range of non-clinical patient inquiries
• Collaborating with Care Coordination, Billing, and other cross-functional teams to ensure a seamless patient experience

This is a high-impact role reporting directly to the Customer Success Manager. You'll play an important role in helping patients stay informed, engaged, and supported by:

• Delivering timely communication
• Resolving non-clinical questions and requests
• Coordinating cross-functional handoffs when needed
• Supporting operational workflows that contribute to an exceptional patient experience

If you're passionate about patient care, thrive in a dynamic setting, are organized, proactive, patient-focused, and motivated by measurable outcomes, this role offers the opportunity to make a meaningful impact on how sleep care is delivered at scale.

Qualifications

• 2+ years of experience in healthcare coordination, patient support, care navigation, customer success, or another patient-facing healthcare role
• Exceptional written and verbal communication skills with a high level of empathy, professionalism, and emotional intelligence
• Ability to work independently in a dynamic, remote environment while collaborating effectively with cross-functional teams
• Confidence using digital communication tools, healthcare technology, and patient engagement platforms
• Data-driven mindset with the ability to track tasks, maintain accurate records, and follow structured workflows
• Genuine commitment to improving patient experience
• Operational and automation mindset
• Availability to work Pacific Time or Eastern Time (PST or EST) business hours

Requirements

• Serve as a primary point of contact for patients through phone, email, and in-app messaging
• Work within a tech-enabled, AI-supported care environment
• Partner with Care Coordination, Billing, Clinical Operations, and other cross-functional teams to ensure patients receive coordinated support throughout their care journey
• Resolve a broad range of non-clinical patient inquiries while delivering a positive, patient-centered experience
• Escalate clinical, billing, or patient access concerns to the appropriate teams when additional expertise is required
• Maintain accurate documentation and ensure all patient interactions are recorded in accordance with established workflows and HIPAA requirements
• Communicate clearly and compassionately with patients
• Prioritize multiple patient conversations while meeting service level expectations in a dynamic environment
• Recognize recurring patient concerns and emerging trends, bringing opportunities for process improvement to the Customer Success Manager
• Contribute to operational initiatives that improve patient satisfaction, communication quality, and organizational performance

Benefits

• Meaningful work that directly improves peoples’ lives
• Be part of an international team across the US, France, Belgium
• Annual team offsite
• Comprehensive health benefits (medical, dental, vision)
• FREE One Medical membership
• 401(k) with company match
• 20 days PTO + 10 paid holidays + 80 hours paid sick leave
• Internet stipend

Company Description

Dreem Health is America’s leading digital sleep clinic. Powered by Sunrise’s technology, Dreem Health makes sleep care simple — replacing long waits and in-lab sleep studies with home-based testing, expert telehealth visits, and personalized treatment plans that are easy for patients to follow. We’re fixing the broken sleep care journey and helping more people get the care they need — from home, on their schedule.